Complaints

This profile includes complaints for Appliance Warehouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Appliance Warehouse

  6 Smiths Ln Seabrook, NH 03874-4526

• 

  Appliance Warehouse

  P.O. Box 2779 Seabrook, NH 03874

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent over ******* on a washing machine and dryer. After an improper installation the washing machine did not work. Over the course of 2 weeks a repair service was sent out- subcontractors of Appliance Wasrehouse. The machine was not fixed. I was told something g was wrong with my water valve. After not having washing machine for over a month and a half I called my plumber who promptly found that the original installation person had pulled the flood stop out of the machine which shut off the valve. Clearly, this is something that either of the two technicians sent by appliance warehouse, shouldve known about and fixed. so while this is a small amount, Im asking for it also indicates complete voidance by appliance warehouse to respond to the problem. In addition to the bill, I have attached from my plumber I have multiple emails asking for recompense but I was told to go to their subcontractors. Initial installation was done by their company.

  Business Response

  Date: 03/07/2024

  I SPOKE TO THE CUSTOMER THIS MORNING. IT WAS NOT MADE CLEAR TO HER THAT SHE  NEED CALL A ****** TO GET WASHER WORKING. I AM REFUNDING THE $150.00 BEACUSE SHE WENT TOO LONG WITH THE PROBLEM. SHE HAS BEEN A GOOD CUSTOMER OF **********************. ATTACHED IS A COPY OF THE CHECK I AM PUTTING IN THE MAIL.  

  Customer Answer

  Date: 03/23/2024

  I am happy with the reimbursement for the services of the plumber. It was only after I complained to you was any action taken. I reached out immediately to the business. 
  thanks

  ***

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern:
  I respectfully request your assistance in seeking resolution regarding the multiple issues I've endured after purchasing a gas range/oven and hood from Appliance Warehouse ("AW"). I was misled about the quality of these very expensive products, and this particular range/oven is clearly defective. Please see the attached summary and timeline of issues related to both, as well as a "sampling" of email exchanges representing AW's failure to respond and rectify the situation.

  Business Response

  Date: 08/10/2023

  Having
  an A+ rating with the Better Business Bureau in over 50 years as a
  proud business owner, you can imagine how unsettling it was to
  receive such a complaint.
  At
  Appliance Warehouse we pride ourselves in providing great customer
  service.
  There
  has been many emails and phone conversations involving the customer,
  our manager, salesperson and Blue Star.
  Once
  we were notified of the clients concerns, we took action to rectify
  these matters,
  
  Each
  time the customer had a problem we addressed it and the range has
  been repaired.
  The
  stove is in working order. our warehouse person replaced his kick
  plate
  After
  he installed his hood, he noticed a small dent on his hood. ***** replaced his hood.
  Attached are his Blue Star
  warranty and his ******* hood warranties
  All
  appliance returns go through the Manufacturer. We have sent all his
  information to Blue Star. They will contact him.
  I
  have sent his information to Blue Star. All correspondence going
  forward for range will be Through Blue Star.
  They
  have his History They will be in contact with him.
  Thank
  you for your time.

  Customer Answer

  Date: 11/06/2023

  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because they did not take responsibility for the issues at hand and/or provide an acceptable resolution other than “it’s not our responsibility, so go deal with the manufacture.”

   

  Moreover, their reply was wholly lacking in substance and factual accuracy and did not address the specific issues of my complaint including sample emails that were ignored and/or contained pushback regarding the defects associated with the appliances I purchased.

   

  Please see the attached document wherein I highlight their comments and provided my replies, comments, facts, dates, names, etc., to the same.  There wasn’t much more I could say in order to illustrate AW’s egregious behavior and business practices as it relates to my purchases, but hopefully this format will better illuminate the issues at hand for them to take responsibility.

   

  All emails referenced in said document were provided with my original complaint, but certainly let me know if you need me to resubmit them and/or any other information.

   

  Please confirm receipt of this email and its attachment at your earliest convenience.   
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/16/2023

  11/15/23
  Call the customer and left two messages
  asking them to get back to me.
  
  11/16/23
  I spoke with the customer today and
  explained there is a process we need to follow. With all warranties,
  we must call the manufacturer and they required a service
  representative to go to the home and examine the range and hood. The
  manufacturer will make a final decision.
  This is involves a Blue Star Range and
  ***** *****
  
  The customer and
  I are working to resolve the problem together.
  
  

  Customer Answer

  Date: 12/03/2023

  There has been no further communication from the business since we spoke on 11/16, thus, I reject the below communication as more evidence that they do not intend to take responsibility for the defective product and services they provided.  

   

  ***********************

   

  ----

  MESSAGE FROM BUSINESS:
  
  

  11/15/23
  Call the customer and left two messages asking them to get back to me.
  
  
  11/16/23
  I spoke with the customer today and explained there is a process we need to follow. With all warranties, we must call the manufacturer and they required a service representative to go to the home and examine the range and hood. The manufacturer will make a final decision.
  This is involves a Blue Star Range and *******************.
  
  
  The customer and I are working to resolve the problem together.

  Business Response

  Date: 02/27/2024

  THE CUSTOMER CAME IN THE STORE MULTIPLE TIMES, WHERE HE COULD LOOK AND TOUCH ANGE. MY *****PERSON WAS NOTHING BUT PROFESSIONAL THROUGHT OUT THE WHOLE ***** PROCESS. HE HAS LOTS OF KNOWLEDGE ABOUT THE BLUESTAR RANGES, HE OWNS AND LOVES HIS BLUESTAR. THE BLUESTAR RANGE IS THE CHOICE FOR PEOPLE WHO LOVE TO COOK.
  
  THE BURNERS ARE ADJUSTABLE BY THE CUSTOMER. THIS IS ON THE BLUESTAR'S WEBSITE AND ON YOUTUBE.THIS IS THE LINK. THE *****PERSON TOLD HIM ABOUT THISDURING THE ***** PROCESS.
  WHEN HE HAD BURNER PROBLEMS, MY ***** PERSON EXPLAINED IT AGAIN. THE CUSTOMER WANTED A SERVICE CALL. *********** WENT TO HIS HOME AND ADJUSTED THE BURNER.
  
  AFTER HE INSTALLED HIS RANGE **** HE AID THEREWAS A BLEMISH ON THE RANGE ***** WE WORKED WITH THE MANUFACTURER ELICA TO REPLACE THE ***** WE RECOMMEND AN OUT SIDE CONTRACTOR TO UNINSTALL AND REINSTALL. THIS IS NOT SOMETHING APPLIANCE WAREHOUSE OR THE MANUFACTURER EVER PAY FOR. THE INSTALLERS. THE CUSTOMER CALLED AND SAID THE RANGE **** WAS OFF 18TH OF AN INCH. THE INSTALLER DID NOT THINK THE **** WAS OFF, BUT AGRFFD TO BACK TO ADJUST IT. THE CUSTOMER REFUSED TO LET THE INSTALLERS BACK TO THE HOUSE. THERE IS NOTHING WRONG WITH SECOND *****
  
  IN NOVEMBER HECALLED ABOUT ONE OF HIS BURNERS DID NOT WORK PROPERLY. MY *****PERSON TOLD HIM HOW HE COULD ADUST IT HIMSELF VIA THE ONLINE BLUESTAR VIDEO. THS CUSTOMER WAS AGGRAVATED BY THE COMMENT AND DID NOT WANT TO LISTEN TO OUR *****PERSON. WE SENT OUT A BLUE STAR SERVICE TECH. HE ADJUSTED THE BURNER, TOLD THE CUSTOMER THE RANGE WAS WORKING PROPERLY.
  
  THE CUSTOMER CALLED AND STATED HE HAD 2 BURNER NOT WORKING.
  HE STATED HE DID NOT WANT THE FORMER TECH BACK IN  HIS HIS HOME. WE USE THAT TECH ALL THE ***** HE IS VERY GOOD.
  
  SO IT TOOK SOME TIME BUT THE SECOND TECH TO GET TO THE CUSTOMERS AND REPLACED THE BURNER, HE ORDERED BURNERS AND INSTALLED THEM.
  HE CALLED TO SAY HE THOUGHT THE KICK PLATE WAS NOT RIGHT HE DID NOT LIKE THE WAY IT ATTACHED. WE BROUGHT UP A NEW KICK PLATE AND SURE THE KICKPLATE WAS ATTACHED PROERLY.
  
  I SPOKE TO HIM IN AUGUST , I TOLD I WOULD TRY TO HELP. i NEEDED TO GET BLUESTAR INVOLVED. BLUESTAR NEEDED TO GIVE ME AN RETURN AUTHORIZATION.  HE NEEDED TO COOPERATE WITH BLUE STAR DIRECTLY.
  BLUESTAR LOOKED AT HIS SERVICE HISTORY. THEY HAD FIX AND ADDRESSED ALL OF HIS COMPLAINTS.
  HE THEN COMPLAINED HIS BULLNOSE WAS *****.
  THEY STATED HIS RANGE WAS WORKING ORDER AND THEY WOULD REPLACE HIS BULLNOSE AND EXTEND HIS WARRANTY FROM 2YEARS TO 2 1/2.  BLUE STAR WILL NOT ISSUE A RETURN AUTHORIZATION.
  WE HAVE GONE ABOVE AND BEYOND FOR HIM.
  
  Our return policy attached we normally do not take any thing back that has been installed. At this point, I will return the range under our return policy. When he has the range disconnected and ready for pick up. Call the store for schedule the pick
  
  

  Customer Answer

  Date: 03/01/2024

  Liz. 

   

  In response to your latest reply to the BBB, I have reviewed the return policy you provided (a policy I was previously told did not exist) regard*** your agreement to now process a return.  Since this appliance was not a special order (it was ordered from a floor model in your showroom), and I attempted to return the defective appliance in the first few months after delivery due to excessive repairs and replacements (i.e., the appliance is not to the level of quality that I was led to believe), please confirm the follow*** so that we may schedule a pickup and refund:

   

  1. At the time of pickup, you will provide me with a cashiers check for the full amount for which I paid ($8,000); and
  2. The staff you send will remove the appliance from my home in a professional manner (e.g., they will not scratch my floors, etc.) the same way they brought it in.  The appliance is 29 X 36, so there is more than enough room to remove it from the kitchen through the front door the same way it was delivered.

   

  Upon confirmation of the above, I will schedule the pickup with your office so we can put this matter behind us and go our separate ways.

   

  Finally, since our ongo*** communications are part of the BBB record once this matter is resolved, I am compelled to correct various factual inaccuracies in your latest reply.  I have done my best to break your reply into the most logical, s***ular points to clearly respond to the same.  I confirmed with the BBB (copied) that it was acceptable to reply via email, as we have communicated this way in the past, and I find it more efficient and clearer when try*** to separate your comments from mine (rather than respond*** via the BBB portal).

   

  MESSAGE FROM BUSINESS:
  
   

  1. THE BURNERS ARE ADJUSTABLE BY THE CUSTOMER. THIS IS ON THE BLUESTAR'S WEBSITE AND ON YOUTUBE.THIS IS THE LINK. THE *****PERSON TOLD HIM ABOUT THISDURING THE ***** PROCESS.  WHEN HE HAD BURNER PROBLEMS, MY ***** PERSON EXPLAINED IT AGAIN. THE CUSTOMER WANTED A SERVICE CALL. *********** WENT TO HIS HOME AND ADJUSTED THE BURNER.  [REPLY: Within the first month or so, the front left burner would not lite. Adjust*** a burner to raise or lower the flame/temp is a customer preference; a burner not light*** is a technical repair issue.  A tech was sent out (first tech, first visit), assessed the issue, and deemed the burner faulty.  He did not adjust the burner he ordered a new one for replacement, someth*** that took weeks.  I also showed the tech the loose and protrud*** toe kick, to which he insisted that this is just how it is, thus, there is noth*** to fix.  When the same tech returned (second visit) several weeks later to replace the faulty burner, I again asked him to correctly install the loose and protrud*** toe kick, at which point he became very agitated and insistent that it was supposed to be that way and was, in fact, installed correctly (which was absolute nonsense).]

   

  2. AFTER HE INSTALLED HIS RANGE **** HE AID THEREWAS A BLEMISH ON THE RANGE ***** WE WORKED WITH THE MANUFACTURER ELICA TO REPLACE THE ***** WE RECOMMEND AN OUT SIDE CONTRACTOR TO UNINSTALL AND REINSTALL. THIS IS NOT SOMETHING APPLIANCE WAREHOUSE OR THE MANUFACTURER EVER PAY FOR. THE INSTALLERS. THE CUSTOMER CALLED AND SAID THE RANGE **** WAS OFF 18TH OF AN INCH. THE INSTALLER DID NOT THINK THE **** WAS OFF, BUT AGRFFD TO BACK TO ADJUST IT. THE CUSTOMER REFUSED TO LET THE INSTALLERS BACK TO THE HOUSE. THERE IS NOTHING WRONG WITH SECOND ***** [REPLY: I never said there was a blemish on the hood.  I called and emailed pictures to ***** to show him that there were two miss*** screws related to the vent that were integral to complete the installation of the hood by my contractor.  After multiple communications with both ***** and the Elica rep to prove that the screws were miss***, it was Elicas decision to replace the entire hood, not mine, someth*** that delayed completion of the cabinets around the hood by about six weeks.  Since this was a warranty issue (and the fault of the manufacturer), AW scheduled a contractor to come remove the original hood and install the new hood (i.e., AW did not recommend an outside contractor that they were pay*** for as a favor to me).  The individuals who came to perform the work IN MY HOME argued with each other, swore at each other, and one of them said so loud that I heard him three rooms away, I F-*** hate these hoods.  After attempt*** to get me to pay them (for a warranty issue they knew was covered by *****/AW), they left.  I never said that the hood was off 1/18^th of an inch if for no other reason than there is no such th*** as an 1/18^th of an inch.  Once again, I called and sent pictures to ***** show*** him that the hood was off center and crooked, to which he condescend***ly responded, it looks fine to me.  I invited him to come to my home to see it in person, but he refused.  I told him that I did not want those contractors back in my house (for obvious reasons), but he had them call me anyway.  I told him that I was go*** to have my contractor reinstall the hood correctly, and that AW would need to reimburse me, but he refused, thus, I spent $400 to correct an issue not of my do***.] 

   

  3. IN NOVEMBER HECALLED ABOUT ONE OF HIS BURNERS DID NOT WORK PROPERLY. MY *****PERSON TOLD HIM HOW HE COULD ADUST IT HIMSELF VIA THE ONLINE BLUESTAR VIDEO. THS CUSTOMER WAS AGGRAVATED BY THE COMMENT AND DID NOT WANT TO LISTEN TO OUR *****PERSON. WE SENT OUT A BLUE STAR SERVICE TECH. HE ADJUSTED THE BURNER, TOLD THE CUSTOMER THE RANGE WAS WORKING PROPERLY.

   

  4. THE CUSTOMER CALLED AND STATED HE HAD 2 BURNER NOT WORKING.

  HE STATED HE DID NOT WANT THE FORMER TECH BACK IN  HIS HIS HOME. WE USE THAT TECH ALL THE ***** HE IS VERY GOOD. SO IT TOOK SOME TIME BUT THE SECOND TECH TO GET TO THE CUSTOMERS AND REPLACED THE BURNER, HE ORDERED ******* AND INSTALLED THEM.

  [REPLY for #3 & 4, as you are confus*** and co-m***l*** two separate issues: Several weeks after replacement of the faulty front left burner, the middle front burner would not lite.  Once again, ***** insisted that I could fix the burner myself.  As previously noted, adjust*** a burner flame up/down is a customer preference.  A burner not light*** is a technical repair issue.  While wait*** for my scheduled appointment for the middle burner (several weeks as you note), the initially replaced ****** stopped light*** properly again (NOTE: I never said that I did not want the first tech back in my house you are confus*** this with the contractors you sent to install the new hood; see above explanation).  This meant that I was down two out of six burners on a brand new $8,000 appliance for several weeks.  Once the tech arrived (second tech, first visit *****************, Owner of **************************** I told him that ***** insisted that I could have fixed the two burners that were not light*** on my own, to which he laughed and said no, you should be tak*** apart and fix*** a burner that is not light***, especially when the appliance is this new and under warranty.  I also showed him the loose and protrud*** toe kick, tell*** him that both ***** and the first tech insisted that it was properly installed.  Once again, he laughed and confirmed that the toe kick was not supposed to be loose and protrud*** and was not properly installed.   *** fixed all three issues and told me to call him direct if I had any further issues, as he was a certified BlueStar technician.  (NOTE: *** did not order and install new burners you are confus*** this with the first tech who assessed, ordered, and replaced the front left burner)].

   

  5. HE CALLED TO SAY HE THOUGHT THE KICK PLATE WAS NOT RIGHT HE DID NOT LIKE THE WAY IT ATTACHED. WE BROUGHT UP A NEW KICK PLATE AND SURE THE KICKPLATE WAS ATTACHED PROERLY.  [REPLY:  I called and emailed ***** several times in the first couple of months regard*** this issue and was repeatedly told that the toe kick WAS installed correctly, someth*** that was unbelievably frustrat*** because it was so absurdly incorrect to believe that a part on an $8,000 appliance would be loose and protrud*** away from the base of the range.  AW did not br*** a new kick plate and ensure it was attached correctly.  *** from Black Diamond fixed it as noted above.]

   

  6. I SPOKE TO HIM IN AUGUST , I TOLD I WOULD TRY TO HELP. i NEEDED TO GET BLUESTAR INVOLVED. BLUESTAR NEEDED TO GIVE ME AN RETURN AUTHORIZATION.  HE NEEDED TO COOPERATE WITH BLUE STAR DIRECTLY. ******** LOOKED AT HIS SERVICE HISTORY. THEY HAD FIX AND ADDRESSED ALL OF HIS COMPLAINTS.  [REPLY: After roughly 11 months of non-communication from AW, the last of which was in the middle of January 2023 in the form of an email from AWs GM, the owner contacted me in the middle of November 2023 (not August) and stated that she wanted to help me resolve this issue, but there was a process to follow.  I told her that I was will*** to work with her to that end, but this had gone on long enough.  In reality, she did noth*** to help me.  She pushed me off on a BlueStar rep who insisted that BlueStar would honor the warranty, even add 6 months to the original two-year warranty, but thats it.  Furthermore, he insisted that the amount of issues Ive had with a brand new, $8,000 appliance was deemed acceptable so long as BlueStar continued to fix them under warranty.  Out of warranty, it would be my responsibility.  He refused to accept responsibility for the extensive time and money these issues have cost me, to include, but not limited to, the amount of time off I had to take to sit around for the obligatory four hour window for each of the five service calls, extensive emails/calls to and from AW staff, etc.]

   

  7. HE THEN COMPLAINED HIS BULLNOSE WAS *****.

  THEY STATED HIS RANGE WAS WORKING ORDER AND THEY WOULD REPLACE HIS BULLNOSE AND EXTEND HIS WARRANTY FROM 2YEARS TO 2 1/2.  BLUE STAR WILL NOT ISSUE A RETURN AUTHORIZATION.  [REPLY: I did not complain that the top of the control panel (bullnose?) was *****.  I sent pictures to BlueStar, *** at Black Diamond, and *** at AW show*** them that a brand new, $8,000 appliance had rust on the top of the control panel. Im not sure how that can be construed as complain***.  It was simply a fact.]

   

   

  Customer Answer

  Date: 03/15/2024

  ***.

  It has been ten business days since my reply to your last response indicating your willingness to now process a return of the defective appliance.  This matter has been going on for over 15 months, including eleven months of non-communication from your general manager and/or anyone else at AW.  This has gone on long enough, so please confirm the return and refund so I may schedule a gas disconnect followed by a pickup of the appliance by your office.  If you are now refusing to take back the defective appliance, you leave me no option but to seek legal assistance.

  Please provide your response no later than COB tomorrow, March 15^th as we need to come to a resolution one way or another.

  *****

   

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new 42 “ Dacor refrigerator modelDYF42SB1WR at the end of August 2022. We waited about 3-4 weeks for it to come to Appliance Warehouse in Seabrook. We received confirmation that it would be delivered on 9/28/22 by their delivery people. The delivery people arrived that morning about 9:30am and removed from their delivery truck and placed in front of the opening for the refrigerator in the kitchen. The installation crew, hired by Appliance Warehouse arrived in the early afternoon. Mike, from New England Installation arrived to hook up the water line and secure the refrigerator to the wall and immediately noticed that the water line was kinked, cracked and broken near the left front side of the freezer. He could not hook up the water line for the ice and water dispenser. We notified Fred C******** salesperson that afternoon and provided photographs. He indicated that they would contact Dacor’s manufacturer rep and service department and would be in touch. It’s been nearly two weeks. I have emailed Fred and the owner Liz J***** on 3 different occasions. I’ve never heard back from Liz and Fred has just sent me a copy of my invoice and told that they contacted Dacor. I paid $8999 plus an installation charge for this counter depth refrigerator with ice and water in the door, and the installation has never been completed. I can provide the invoice and photographs of the damaged water line. I suggested that they replace the refrigerator or the damaged line in the freezer door and have had no response. I’m very frustrated and disillusioned by Applisnce Warehouse. Please help.

  Business Response

  Date: 11/01/2022

  The customer purchased a Dacor refrigerator., Received the unit 9/28/22, When my manager was notified about the Problems he notified Dacor. They scheduled service with Appliance service center of Maine that went out October 24th. they ordered the parts.

   On October 25th, as soon as I found out bout the issue, I talked to the customer, She told me service was out to her house. I talked Dacor service manager, and left a message for the service company. 
  Appliance Service of Maine called her to tell her that they will be back on November 7th,to finish the repair. She also emailed me on this.

  The installers want to go back on that day to hook up the water line on the 7th as well.

  I will be in contact with the customer to see this through completion.